The Current Uprise of Chatbots and Artificial Intelligence
Technology has advanced rapidly over the decades, effectively playing a major role in how we lead our daily lives. One of the rising stars behind technology is AI.
Artificial Intelligence is a major driving force in how we interact with technology today. It is found in intricate analytical applications, self-driving vehicles, as well as test automation found in the testing phase of the SDLC. Even daily activities, like asking your phone for directions or telling your virtual home assistant to play music, involves Artificial Intelligence.
As the Robotic Process Automation (RPA) market continues to soar, we continue to see a huge increase in the need for business process automation through AI and software robots, more now than ever as a result of the COVID-19 pandemic. With recent extreme social distancing requirements, the influx of customer inquiries to businesses and government has overwhelmed call centers and customer service departments- especially where COVID-related workforce reductions have affected these business and government resources. Digital tools such as chatbots and virtual agents fill the gap in supporting the increased demand to engage clients virtually. Chatbot/AI technology also provides the capability for call centers to be migrated to a work-from-home environment.
Chatbots (also known as conversational agents) use Artificial Intelligence, and like virtual assistants, live under a sub–category of AI–labeled Natural Language Processing. Companies incorporating chatbots into their business model experience an overwhelming amount of benefits: cutting down on costs, experiencing a reduction in human error, enhanced regulatory compliance, increased employee availability to address more complex customer issues, and overall a higher customer satisfaction…that is, if it is done right.
Natural Language Processing is a branch of Artificial Intelligence that works specifically with human and computer interaction. NLP dives into how natural language used in human–to–human interactions can be used to create a natural human to computer conversation. Chatbots use natural language recognition to understand a user’s input (called intents), identify common phrases or keywords (entities), and finally decide what the best and most appropriate response should be.
Chatbots have been around for a long time, but only in recent years have we begun to understand the power in their value for our customers. Chances are high that you have already interacted with a chatbot if you have ever reached out to company on their site with questions about their products, shipping policies, etc. So, what makes a chatbot successful for a business? That answer begins with two simple lines: “Hello, my name is Florence and I am a chatbot. What name would you like me to call you by?”
Stay with me here, I swear it will be worth it!
Here at Olenick, we pride ourselves with staying on trend in an ever-changing IT world right next to delivering the best customer service possible to our clients.
In predicting a need for Chatbot support for our clients, we decided to explore them deeper by incorporating a Chatbot training course into our Talent Academy curriculum. From the IBM Watson Course, our TA graduates aimed to fully comprehend all components associated with creating a successful chatbot. Two of those components are Intents and Entities.
Mentioned briefly above, intents correspond to a user’s goal when interacting with the chatbot in the form of a question or comment. Entities are the terms or objects that are relevant to the user’s intent, providing specific contextual value for the intent. Understanding and fully grasping these concepts was pivotal for our graduates to learn how to lay the foundation for defining domain specific intents for a chatbot. Establishing domain specific intents helps the chatbot respond accurately.
Using IBM’s Watson Assistant, our previously created chatbots have been successfully deployed to WordPress webpages. Chatbots created with Watson Assistant can be deployed to cloud and on-premises environments. After completing this course, our graduates determined that learning the meaning behind technical buzzwords is not enough to create a successful chatbot. User-friendly chatbot stems from learning how to leverage the theories to imitate a human being.
Our consultants learned what it takes to create a chatbot leveraging IBM’s Watson Assistant and the skills it takes to not only maintain a chatbot, but also allow for the bot to expand with every interaction allowing for an ever-growing positive customer service experience.
Olenick’s consultants in the 2019 Talent Academy class walked away with the ability to create a chatbot from scratch without code, and how to leverage IBM’s Watson Assistant beginning with fundamental industry specific questions that would allow for continuous learning and interaction with the customer in a seemingly flawless manner. Our graduating 2019 Talent Academy class members are now certified IBM Chatbot experts who are here to help you deliver the best customer service specific to your clients’ needs in your industry.
Get in touch with Olenick to learn more about leveraging chatbot technology for your business in order to support the recent increase in demand for virtual customer support!